Skill diminta
Customer ServiceGoogle SheetsMicrosoft ExcelPresentation
Deskripsi
Job Description
- Support
- operations improvement initiatives
- and lead Careline-related projects (reporting to TL)
- Build, maintain, and monitor
- internal KPI frameworks
- to track team performance
- Create and update
- SOPs, guidelines, internal memos, and announcements
- Manage and develop
- omnichannel customer service operations
- Handle and monitor
- segmented cases
- (critical/urgent inquiries, including SNS issues)
- Coordinate and manage
- escalations across departments
- Prepare and present
- regular reports
- (daily, weekly, monthly) with insights and recommendations
- Support
- Customer Service Planning
- , including workforce planning, scheduling, and performance monitoring
Qualifications
- Bachelor’s degree from a reputable university
- Minimum
- 3 years of experience
- in Customer Service / Call Center / Contact Center
- Strong understanding of
- customer service operations and workflows
- Hands-on experience in
- SOP creation and process improvement
- Proficient in
- Microsoft Excel & Google Sheets
- (pivot tables, formulas, charts)
- Good analytical and strategic thinking skills
- Comfortable with
- data presentation, reporting, and project timeline management
- Experience in
- Customer Service Planning
- (WFM, scheduling, forecasting) is a strong advantage